Getting phone and email for courier on international orders

[ChrisKampfSculpture]

Hi,

I'm getting a few orders from the US, which need extra info for the courier. They will not book a parcel in if I don't have a phone number and sometimes need email too, depending on which courier I use. I have started adding 'Please leave phone number for international orders' in my text but it's not getting seen.

I have left messages with my customers but none have replied. I have 3 orders waiting to go...one is 3 weeks overdue.

Is there an obvious place to ask for extra info, that I've missed? It really should be compulsary to add important info so that orders don't stuck, hoping that someone's going to check their Etsy messages.

Hope there's a simple answer, Chris

[Marmalady]

You get the buyers email with their order, so that is an easy one

Phone numbers, however, you will have to ask your customer for it -- and many people are reluctant to give out their number.
You will need to explain exactly why you need it.
And emphasise that "international" means anyone outside of the UK (some people don't realise that they are "international" to others!)

Sometimes using your own number or 000000 will work to fill in the field on the form and progress to the next step

[EtiStitchX · Accepted solution]

Hello! I am in the same situation. Every courier and our post offices require a phone number. To my delight, the few clients I've had so far have had no problem providing their phone number when I've emailed them. I don't know what I would do if it wasn't like that. I read on the forums, there are many opinions about whether or not the phone is necessary, but here in Bulgaria they require it everywhere, otherwise they will not accept the shipment. I wish you good luck!

[GrandGear]

Hello Chris,

I've been through this with parcels that are to be sent by international Express delivery. I am sending from Australia and the carriers insist that both my phone number and that of the recipient are on the shipping/address labels of these parcels. I request it from my overseas customers giving them the reason why, and most are OK with providing their phone numbers. Those who don't forward me their phone numbers, I use Google to search online or access online phone directories where available. Maybe I've been lucky, but except for one or two instances I've managed to find the phone numbers I need. Their email addresses are already available on their Etsy purchase invoice. It's in a drop down from their name towards the top of the invoice.  When they don't provide their phone number & I can't find it searching online, I would send a "last attempt" message both by Etsy messaging and by their regular email, advising that I will have to send their parcel by standard delivery if they don't provide a phone number. 

Hope this helps.

[Bibolde]

Hello,

You will find easily the email of the customer with the order. I never ask for phone as buyers almost never reply and write my on phone.

[CraftyCornishMaids]

International customs rules, agreed by nearly all governments, do NOT require a phone number

I would push back on the shippers who are asking for this, or, if you think it's fine for phone numbers to be everywhere, give your own number

[GrandGear]

Whether that's so or not where you are, Post offices in Australia will not accept parcels intended for International Express delivery without both the sender's and the recipient's phone numbers being present on the parcels' shipping labels. I am one person and do not like my chances in arguing against Australia Post.  

[CraftyCornishMaids]

Your GDPR policy doesn't allow for you to ask for my phone number, or share it.

Your policy covers information I have authorised Etsy to give you, and I haven't authorised etsy to give you my phone number

[TheLittleWoodCart]

I send international express from Australia using Australia post and I have never had to put the recipients phone number on the label. I only ever include their email which is provided to us.

And my phone number isn't on it either 

[GrandGear]

@ TheLittleWoodCart , you may find your post office might be changing that in the future. Where I am, NSW,  Australia Post customers were informed of the  requirement for sender's and recipient's phone numbers earlier last year for International Express. We don't have a choice if we want to send Express. If the numbers aren't present, the parcels would be sent standard delivery. It may be that some regional and agencies aren't aware of this or haven't adopted it. In any case next time I post an Express parcel, I will mention what you have said and see what the response is. I would really like not to have to use phone numbers. BTW, We've been told can't just use email addresses. Phone numbers is what is demanded!  

[CraftyCornishMaids]

@GrandGear 

We don't have a choice if we want to send Express. If the numbers aren't present, the parcels would be sent standard delivery.

This, in itself, shows you don't need phone numbers for customs and international delivery, if they are only requesting it on certain classes of mail,

This is your shippers requirement to harvest the phone number, not the international customs/postal requirement that your government agreed to

[GrandGear]

@CraftyCornishMaids  Please believe me when I say that I certainly am no advocate of phone numbers on parcels to be shipped. Also I am aware of what you are saying. I was actually told by the Australia Post staff that the  "demand" for phone numbers  originated with DHL who deliver most of our international Express deliveries when they reach overseas countries, especially the US. Of course these parcels could be delivered without phone numbers - as they were for years before this phone number situation raised its head. Maybe I could be a 1 woman picket outside the local post office? 

[CraftyCornishMaids]

@GrandGear 

I'd join you - but it's a bit of a way to travel!

Our Royal Mail just never uses them, they deliver or leave a card,
and I live in an areas with no mobile coverage, so the delivery drivers couldn't call anyway, so it's also a complete waste of time 

[SunnytyDE]

@ChrisKampfSculpture  Du könntest eine Variation mit Personalisierung erstellen und z. B.  schreiben das für alle Bestellungen außerhalb Deutschlands eine Telefonnummer anzugeben ist. Aber…. da du überhaupt keine Datenschutzerklärung noch sonstige EU legale AGB hast würde ich mich zuerst darum kümmern und dann spezifisch auch aufführen das die Telefonnummer nur für Versand Zwecke benutzt wird. Dasselbe für die email. 

[SunnytyDE]

@ChrisKampfSculpture

ok, I’ll try this again, I wrote in German last time thinking of another similar post.

You could create a variation with personalization and have the customer provide a phone number  for all orders outside of the UK right in  your listing that way. 

But…. you have no privacy policy or any other EU legal policies at all.

I would take care of  fixing that first to make your shop legal to sell in the UK/EU and then specifically say in the policy that the telephone number is only used for shipping purposes for the carrier. Same for email.

[GrandGear]

I do have a privacy policy. Thank you.

[GrandGear]

Sorry, I just realized you weren't referring to my shop! I must be overly sensitive today

[ChrisKampfSculpture]

I have now added a privacy policy. Cheers, Chris

[OwlAlwaysKnit]

@ChrisKampfSculpture  you really should refund and cancel the order that you say is already 3 weeks overdue, if you haven't already. You could add a note saying why you have had to do this I believe.

[ChrisKampfSculpture]

My customer has just replied with details and apologies for delay. All sorted!

[TickleYourWitch]

I just use my own phone number. NEVER ship late. Better to cancel the sale. Etsy will penalize you for late shipments. Especially on overseas orders that take longer anyway. You’re asking for cases and bad reviews that will only compound the late shipping issue. 

[ChrisKampfSculpture]

I had a reply from my customer with details and an apology for not replying earlier. All sorted.

[Beadcomber]

While unusual, not everyone has a phone number!

In most cases I use my own number. Even with regular Etsy shipping labels it will add my number because generally buyers won't leave a number. It's also legally not a requirement. Many also don't feel comfortable using their own number and will enter 555-555-5555.

[CraftyCornishMaids]

This is true, and one reason why it is not part of the requirement for customs forms

[VintageGiftsEE]

In some countries - no phone number , no postal service .

And some postal services just need phone number for delivery 

Do not put your phone number - it will bring many troubles with delivery.

I know it from my own experiences with my own packages 

Some sellers use personalisation window for phone number